Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


$41b Tourism Goal Relies On Improving Visitor Experience

News Release 24 March, 2014


$41b Tourism Goal Relies On Improving Visitor Experience


New Zealand will struggle to achieve the Tourism Industry Association (TIA) aspiration of $41billion in earnings by 2025 unless businesses get serious about improving visitor experiences, says an industry training specialist.

Chris Bell, a director of Customer Experiences NZ (CENZ), says TIA's newly released national tourism plan correctly identifies the need for continuous development of visitor experiences across all sectors of the tourism market.

"However, there is presently an over-emphasis on customer service development for front-line staff and not enough for thousands of other staff who plan and provide services to a fast-changing demographic of visitors," he says.

"The TIA plan has high expectations for tourist growth from China, yet this puts a huge onus on local operators to upskill people in order to meet or exceed visitors' expectations.

"Without a vertically integrated industry strategy for improving our service and satisfaction levels, revenue growth will be restricted and the plan's potential will not be realised."

Mr Bell says the three key benefits of enhancing visitor experience are higher in-country spending, repeat visits and word of mouth recommendations.

"In recent years the industry has not fully capitalised on these growth drivers, relying too heavily on marketing and sales to attract ongoing business.

"What is urgently required now is a commitment by all tourism businesses – both large and small – to clearly understand the needs and expectations of tomorrow's visitors."

He says the same imperative applies to regional tourism offices and industry training organisations, just as for commercial tourism operators across New Zealand.

"Industry players everywhere need to match offshore marketing initiatives with equal attention to service delivery and quality of experience for all visitors, regardless of nationality.

"Tourism businesses committing time and resources to these needs will boost their commercial prospects as well as the industry's performance as a whole."

CENZ provides tourism operators with training modules and on-line services for improving visitor experiences.


ends


© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Cosmetics & Pollution: Proposal To Ban Microbeads

Cosmetic products containing microbeads will be banned under a proposal announced by the Minister for the Environment today. Marine scientists have been advocating for a ban on the microplastics, which have been found to quickly enter waterways and harm marine life. More>>

ALSO:

NIWA: 2016 New Zealand’s Warmest Year On Record

Annual temperatures were above average (0.51°C to 1.20°C above the annual average) throughout the country, with very few locations observing near average temperatures (within 0.5°C of the annual average) or lower. The year 2016 was the warmest on record for New Zealand, based on NIWA’s seven-station series which begins in 1909. More>>

ALSO:

Farewell 2016: NZ Economy Flies Through 2016's Political Curveballs

Dec. 23 (BusinessDesk) - New Zealand's economy batted away some curly political curveballs of 2016 to end the year on a high note, with its twin planks of a booming construction sector and rampant tourism soon to be joined by a resurgent dairy industry. More>>

ALSO:


NZ Economy: More Growth Than Expected In 3rd Qtr

Dec. 22 (BusinessDesk) - New Zealand's economy grew at a faster pace than expected in the September quarter as a booming construction sector continued to underpin activity, spilling over into related building services, and was bolstered by tourism and transport ... More>>

  • NZ Govt - Solid growth for NZ despite fragile world economy
  • NZ Council of Trade Unions - Government needs to ensure economy raises living standards
  • KiwiRail Goes Deisel: Cans electric trains on partially electrified North Island trunkline

    Dec. 21 (BusinessDesk) – KiwiRail, the state-owned rail and freight operator, said a small fleet of electric trains on New Zealand’s North Island would be phased out over the next two years and replaced with diesel locomotives. More>>

  • KiwiRail - KiwiRail announces fleet decision on North Island line
  • Greens - Ditching electric trains massive step backwards
  • Labour - Bill English turns ‘Think Big’ into ‘Think Backwards’
  • First Union - Train drivers condemn KiwiRail’s return to “dirty diesel”
  • NZ First - KiwiRail Going Backwards for Xmas
  • NIWA: The Year's Top Science Findings

    Since 1972 NIWA has operated a Clean Air Monitoring Station at Baring Head, near Wellington... In June, Baring Head’s carbon dioxide readings officially passed 400 parts per million (ppm), a level last reached more than three million years ago. More>>

    ALSO:

    Get More From Scoop

     
     
     
     
     
     
     
     
    Business
    Search Scoop  
     
     
    Powered by Vodafone
    NZ independent news